Insurance Brokerage Firm Stabilizes its Operations with a 20% Reduction in Issues

Client 

Our client, a global leader in insurance broking and risk management, teams up with its clients to define, design, and deliver innovative industry-specific solutions.

Challenges

• The client required implementation of Oracle E-Business Suite (EBS) and Oracle Revenue Management and Billing (RM&B) followed by a rollout to operations across 40+ countries and finally, support for these applications.
• The support was to be a combination of business hours support for respective regions and on-call round-the-clock support for critical issues.
• The support coverage included functional, technical, and database administration (DBA) areas.

LTM Solution

• LTM provided applications and DB support covering Oracle EBS, Oracle Enterprise Performance Management (EPM), Oracle Financials Accounting Hub (FAH), and Oracle RMB.
• We provided enhancements, upgrade, implementation, platform migration, and new deployment services for the supported applications.
• Chatbot automation for iExpenses ticket reduction using the Financial Automation Support Tool (FAST).
• Integration between T&E mobile app and iExpenses.

Business Benefits

• Almost 2/3rd reduction in duration for application and database refreshes by an automated refresh process.
• 20% reduction in iExpenses tickets per month using FAST.
• Reduced the support tickets generated by initiating preventive action on the most repetitive issue identified using structured three-level issue categorization.